Resumen profesional
Datos destacados
Experiencia
Formación
Enfatiza tus habilidades clave
Éxitos profesionales
LANGUAGE
Cronología
Intern
Joyce Sierra

Joyce Sierra

Barranquilla

Resumen profesional

Proactive Call Center Reporting Analyst eager to bring strong knowledge of performance metric evaluation and reporting to a new role. Highly skilled in training team members to properly execute data collection and analysis to maintain integrity and efficiency.


Dedicated to offering exceptional assistance to team members and representative. Skilled at coordinating schedules, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.

Datos destacados

8
8
years of professional experience

Experiencia

Logistic Coordinator

Perfiles y Soluciones Logisticas S.A.S.
Barranquilla, Atlántico
04.2024 - Actual
  • Coordination of activities to achieve the goals established by the company.
  • Working collaboratively with other teams and departments to meet customer needs.
  • Supervision of the good condition and location of the loads.
  • Supervision of procedures and compliance with quality standards.
  • Communication, supervision and control of cargo in the warehouse.
  • Identification of problems and implementation of solutions to ensure productivity.
  • Identification of improvement opportunities and proposal of optimization plans.
  • Development of strong relationships with customers, suppliers and partners of the company.

Reporting/Scheduling Analyst

Quantica BPO
06.2023 - Current
  • Developed custom reports to address specific business needs and support decision-making processes.
  • Extracted data from reporting tools to manage wireless inventory for production.
  • Created different documents to assist executive leadership in decision-making processes.
  • Supported efficiency and data integrity by monitoring control documentation of reporting procedures.
  • Applied advanced Excel functions and filters to support infrastructure.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Optimized schedules, forecasts and other tools to present to management.
  • Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.

Workforce Real Time Analyst

Quantica BPO
03.2023 - 06.2023
  • Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
  • Managed overtime, shift swaps, breaks and PTO requests.

Customer Service Representative

Quantica BPO
07.2022 - 03.2023
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
  • Achieved high service level scores by effectively resolving customer issues during the first contact.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Healthcare Customer Service Representative

Atlantic International BPO
09.2020 - 02.2021
  • Increased first-call resolution rates by carefully listening to customers needs and providing accurate information based on their inquiries.
  • Manage patient appointments by scheduling, canceling and rescheduling exams at various imaging or medical assessment centers with an extended range of medical staff.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Recommendation, selection and assistance in locating and obtaining out-of-stock products at the request of customers for drug refills.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Verified insurance eligibility and coverage for patients.
  • Excellent communication skills, both verbal and written.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.

Commercial Advisor

Suministros Y Soluciones MK
04.2017 - 06.2018
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Evaluated situations and delivered targeted solutions using various tools and resources.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Maintained database systems to track and analyze operational data.
  • Streamlined internal processes for improved efficiency, resulting in reduced costs and increased revenue.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Implemented effective training programs for junior staff members, driving professional development and enhancing team capabilities.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Developed complete business plans and operational strategies for new and existing business.
  • Established a culture of continuous improvement within the team, fostering innovation and adaptability in a rapidly changing marketplace.
  • Observed packing operations to verify conformance to specifications.
  • Negotiated favorable contracts with suppliers, achieving significant cost savings for the organization.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Improved overall sales performance by implementing targeted marketing campaigns based on customer segmentation data.
  • Analyzed and negotiated Hardware products and terms and conditions.
  • Created and managed project plans, timelines and budgets.

Formación

High School Diploma -

Colegio Distrital Marie Poussepin

Associate of Science - Marketing And Sales Technician

Institución Universitaria De Barranquilla - ITSA

Enfatiza tus habilidades clave

  • Import/export requirements knowledge
  • Meeting Coordination
  • Team Work
  • Efficient communication
  • Decision-making
  • Professionalism and accountability
  • Verbal Communication
  • Friendly Attitude and Active Listening
  • Staff Training
  • Relationship Building
  • Facilities Maintenance
  • Computer Skills
  • Customer Service
  • SQL Databases
  • KPI Monitoring
  • Data Analysis and Report Writing

Éxitos profesionales

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 15-30 staff members,(each team).
  • Resolved product issue through consumer testing.

LANGUAGE

Spanish
Idioma nativo
English
Intermedio avanzado
B2
Korean
Principiante
A1
Italian
Principiante
A1

Cronología

Logistic Coordinator

Perfiles y Soluciones Logisticas S.A.S.
04.2024 - Actual

Reporting/Scheduling Analyst

Quantica BPO
06.2023 - Current

Workforce Real Time Analyst

Quantica BPO
03.2023 - 06.2023

Customer Service Representative

Quantica BPO
07.2022 - 03.2023

Healthcare Customer Service Representative

Atlantic International BPO
09.2020 - 02.2021

Commercial Advisor

Suministros Y Soluciones MK
04.2017 - 06.2018

High School Diploma -

Colegio Distrital Marie Poussepin

Associate of Science - Marketing And Sales Technician

Institución Universitaria De Barranquilla - ITSA

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Joyce Sierra